Snr End User Support Analyst

Unleash the Power of Multi-Mission Excellence: Safeguarding the Seas for the World's Navies.

Step into a world where cutting-edge technology meets unparalleled expertise. Ultra Maritime pioneers delivering multi-mission solutions that protect and empower the naval forces worldwide. With our extensive portfolio of capabilities, our innovations are utilised on naval fleets across our allied navies around the globe.

As the maritime and underwater battlespace evolves, we tirelessly push the boundaries to develop advanced specialist systems that provide our 'five-eyes' Defence customers with an unbeatable warfighting edge. From surface vessels to sub-surface operations and unmanned platforms, we are revolutionizing the way naval missions are executed.

We thrive on collaboration and partnering with our customers to ensure mission success. Our expert solutions encompass an array of game-changing technologies, including state-of-the-art sonar, radar, expendables, signature management, and naval power systems.

Join us in shaping the future of naval warfare and together, we will safeguard the seas and empower navies worldwide!

This role will be providing IT Support at the Braintree, Massachusetts site. This role will provide hands on technical support and infrastructure experience troubleshooting, metering and monitoring. This role will be the point of contact for the local support activities as required.

The successful applicant will enjoy varied and dynamic opportunities to demonstrate a customer-facing and customer first approach as they provide support across the local infrastructure stack, working with the wider networking and server storage teams to implement a global strategy.

The senior analyst will diagnose and resolve a wide range of technical issues, including hardware malfunctions, software errors, network connectivity problems, and configuration issues. They will also be responsible for asset management, life cycle refresh management, budgetary planning, along with task managing a small team of US based analysts.

Nationality Requirements

Candidates must be eligible to obtain the relevant security clearance required for the role, due to the nature of the programmes we deliver for our customers.

Job Description

Key Responsibilities:

• Provide local site support and management of support activities, local resource tasking of analysts to provide a customer first, customer focused support team, manage, monitor and participate in problem resolution through the global service desk ticket system.
• Networking troubleshooting - TCP/IP, DNS, DHCP
• Completes work orders such as installing equipment, connecting and moving devices, including workstations, telephony hardware, and peripherals.
• Image, prepare and ship new hire or replacement equipment ensuring deadlines are met.
• Provides hands-on support for network and server teams when required.
• Provide onsite white glove support, build robust relationships with executives, support staff, and visitors and promptly assist them with their questions, incidents, and service requests.
• Manage and implement patch management on local site infrastructure under the guidance and management of the wider IT functional teams.
• Occasional out of hour / on-site weekend presence may be required to support business requirements.
• Resource managing local staff levels
• Asset management including management of stock levels and life cycle refresh planning.

Qualifications:

• Obtain/maintain security clearance at the appropriate national / regional level.
• 5+ Years in a customer facing IT technical support role.
• Experience in system administration and networking fault diagnostics
• Current MCSE or equivalent certification, CCNA or networking certificate (Desirable).
• Knowledge of VMware and ESXi.
• Good knowledge of Active Directory and Group Policy
• Must have excellent customer service skills
• knowledge of Microsoft Operating systems, Windows based applications is required.
• Excellent troubleshooting skills that include application diagnostics, hardware diagnostics and operating systems are required
• Excellent communications skills, including verbal, written and interpersonal abilities
• Ability to effectively prioritize multiple competing tasks, resource planning and travel itinerary.

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Diverse & Inclusive Employer

Ultra Maritime is an equal opportunities employer that values diversity, inclusion, equity and equality. Underpinned by our values, behaviours, and policies, we want you to feel empowered to be your best and authentic self.

We promote a workplace that welcomes people from all backgrounds and cultures; believing that this will increase our diversity of thinking, and ultimately ensure we continue delivering on our commitments to our customers.

We do not discriminate based on race, religion, colour, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status and welcome applications from all candidates.

We offer competitive benefits including medical, dental, vision, 401k match, paid time off and family leave, and much more!

This contractor and subcontractor shall abide by the requirements of 41 CFR 60-1.4(a), 60-741.5(a). These regulations prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on their race, color, religion, sex, sexual orientation, gender identity, national origin, and for inquiring about, discussing or disclosing compensation. Moreover, these regulations require that covered prime contractors and subcontractors take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

Reasonable accommodation statement: if you need an accommodation for any part of the application process, please email careers@ultra-us-gbs.com

Company: Ultra Maritime

Location: Braintree, MA, US

Posted Date: 11/23/2024